First, let me say I have had wonderful experiences all the previous times I have stayed at this hotel. I have stayed at least 25-30 nights in the last 4 years and had intended on staying there in the
In particular, I want to mention how nice the breakfast lady is. She works hard and is very friendly. The hotel is clean and very comfortable.
So, two concerns with my stay this time.
1) I was staying for work and had a reservation for 4 nights. Due to the nature of my job with the State, sometimes my schedule can change. I stayed three nights and then went to check out at 7:30am the day of the 4th night (so I was checking out 1 day earlier than my reservation due to a work schedule change). The front desk lady checked me out and added a $50 charge for checking out early. This was a complete shock to me. I asked her about it and said it was their policy and showed me where I signed acknowledging the potential fee (it is in the fine print on the check in sheet).
I explained how work schedules can change and her response was "we cannot help that." She was polite, but did not show any kind of empathy. I knew the state would not pay that fee so I had to personally pay it.
Does this seem reasonable? Even if it is hotel policy, staff should be able to use discretion. As you can tell, I have been very loyal to IHG and also to this hotel. This is not how you treat loyal guests.
I travel weekly for work and stay at IHG hotels all over the state. Unfortunately with work changes, sometimes I check out earlier than expected and not once have I been charged a fee for early check out until this time. It seems like a bad policy when you have business travelers.
2) I turned down housekeeping as part of the green program. So I had that card on the room door and also the room privacy tag. On two days while I was gone, someone was in my bathroom and I am not sure why (it was not for cleaning the room). I knew this because on one day the bath mat was gone and bathroom fan was on. On the next day there was tissue paper with hair in my bathroom garbage. It very well could have been maintenance entering to clean drains or something like that, but I'm not sure and was never notified. Lack of privacy or security is concerning. [Less]